Responsibilities:
- Serving as the first point of contact for employees seeking technical assistance over the phone or email
- Determining the best solution based on the issue and details provided by employees.
- Support various products including, but limited to Microsoft software products, computer equipment, network equipment, mobile phones, telephony equipment, Apple devices, etc.
- Walk employees through the problem-solving process to meet a positive and satisfying conclusion
- Direct unresolved issues to the next level of support personnel
- Follow-up and update the employee on ticket status and information
- Record events, problems, and their resolution in our ticket tracking program
- Pass on any feedback or suggestions by employees to the appropriate internal team
- Provide accurate information on IT products or services
- Install computer peripherals and equipment for employees
- Maintain daily performance of all software and hardware equipment, as needed
- Identify and suggest possible improvements on procedures
- May need to provide support after normal working hours
Requirements:
- Ability to multitask with a sense of urgency while maintaining a positive attitude.
- Ability to be proactive and able to take direction and establish ownership of projects.
- Extensive experience with Microsoft Windows XP, Windows 7, MS Office Suite 2007, 2010, 2013, antivirus software, print and imaging devices
- Familiar with Private circuits, Firewalls, VMWare, SAN technology, Switches, routers, etc.
- Proven working experience in providing help desk support in an Active Directory Windows environment
- Proficiency in writing and speaking English and Mandarin
- Excellent communication and interpersonal skills
- Proven experience in troubleshooting, diagnosing, and/or monitoring of network devices
- Advanced understanding of computer systems, mobile devices, and other tech products
- Must be able to lift 35 lb.
- Experience providing 24x7 on-call technical support is a plus
- Serving as the first point of contact for employees seeking technical assistance over the phone or email
- Determining the best solution based on the issue and details provided by employees.
- Support various products including, but limited to Microsoft software products, computer equipment, network equipment, mobile phones, telephony equipment, Apple devices, etc.
- Walk employees through the problem-solving process to meet a positive and satisfying conclusion
- Direct unresolved issues to the next level of support personnel
- Follow-up and update the employee on ticket status and information
- Record events, problems, and their resolution in our ticket tracking program
- Pass on any feedback or suggestions by employees to the appropriate internal team
- Provide accurate information on IT products or services
- Install computer peripherals and equipment for employees
- Maintain daily performance of all software and hardware equipment, as needed
- Identify and suggest possible improvements on procedures
- May need to provide support after normal working hours
Requirements:
- Ability to multitask with a sense of urgency while maintaining a positive attitude.
- Ability to be proactive and able to take direction and establish ownership of projects.
- Extensive experience with Microsoft Windows XP, Windows 7, MS Office Suite 2007, 2010, 2013, antivirus software, print and imaging devices
- Familiar with Private circuits, Firewalls, VMWare, SAN technology, Switches, routers, etc.
- Proven working experience in providing help desk support in an Active Directory Windows environment
- Proficiency in writing and speaking English and Mandarin
- Excellent communication and interpersonal skills
- Proven experience in troubleshooting, diagnosing, and/or monitoring of network devices
- Advanced understanding of computer systems, mobile devices, and other tech products
- Must be able to lift 35 lb.
- Experience providing 24x7 on-call technical support is a plus
